2022年关于SHERATON喜来登酒店英语培训.pdf

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1、精品 word，欢迎共阅Chapter 1. Courtesy English Unit 1： GREETING & FAREWELLS VOCABULARY PHRASES ON THE JOB Good morning Good afternoon Good evening Welcome back Hi 早上好下午好晚上好欢迎回来嗨Hello How do you do? How are you? Fine, thank you, and you? 你好你好你好吗？很好，谢谢，你呢？Fine, thanks, and you? Good-bye Good night Good-bye f

2、or now 很好，谢谢，你呢？再见晚安再见It was nice to see you again. Have a good evening See you later. It was nice seeing you. 很高兴又见到你。晚上愉快。回头见。很高兴见到你。Have a good weekend Have a safe trip Have a good day Hope to see you again 周末愉快。一路平安。祝您愉快。希望再见到您。Thank you for coming (Thanks for coming) Look forward to seeing you

3、again 感谢光临。盼望再见到您。LISTEN TO THE CONVERSATION Listen to the guest and then fill the gap in each sentence. The guest s name is . The staff s name is . The guest will today. He ll live in next time he comes. TALKING TO THE GUEST Staff : Good morning. Mr. Smith. How are you today? Guest: Good morning. J

4、ane. I m fine, thanks, and you? Staff :I m fine too. Are you checking-out today? Guest: yes, I think so Staff :Did you enjoy your stay here? Guest: Yes, I did. Staff :I hope our service is to your satisfaction Guest: Sure. I m very pleased with everything here. welcome 欢迎friend 朋友farewell 告别identify

5、 识别definitely 肯定safe 安全的enjoy 喜欢pleased 高兴sure 当然trip 旅游weekend 周末again 再look forward to 盼望satisfaction 满意精品资料 - - - 欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 1 页，共 47 页 - - - - - - - - - - 精品 word，欢迎共阅Staff :Thank you. I wish you a nice trip home and look forward to seeing you again

6、. Guest: Thank you. I ll definitely come to the Sheraton next time I m in Tianjin. PAIR WORK Find a partner and play the roles of the staff and the guest who will be on holiday soon. OXFORD HUMOUR The more I study, the more I know. The more I know, the more I forget. The more I forget, the less I kn

7、ow. So why study? UNIT 2: INTRODUCTIONS VOCABULARY PHRASES ON THE JOB My name is John Smith It s nice to meet you. It s nice meeting youi. 我叫约翰 .史密斯。很高兴见到您。很高兴见到您。I m Mary Copper I m pleased to meet you I m glad to meet you. 我叫玛丽 .库伯。很高兴见到您。很高兴见到您。Let me introduce you to John Smith I d like to intro

8、duce you to Mary Copper. 我把你介绍给约翰.史密斯。我想把你介绍给玛丽。I d like you to meet Mr. Thomson. I don t think we ve met before 希望你认识一下托玛斯先生。我想我们以前没见过。Have we met before? You re new here, aren t you? 我们以前见过面吗？你是新来的，对吗？LISTEN TO THE CONVERSATION TALKING TO THE GUEST：Staff :Good morning, sir, May I know your name? G

9、uest: Certainly. My name is John Smith Staff :Would you please spell your last name? Guest: Sure. P-a-r-k-I-n-s-o-n, Parkinson. Staff :How do you do Mr. Parkinson? Welcome to our hotel Guest: How do you do? Very nice to meet you. .introduce 介绍happy 高兴spell out 拼写出来meet 会见glad 高兴first name 名pleased 高

10、兴nice 很好last name 姓certainly 当然了pleasure 高兴enjoy 喜欢精品资料 - - - 欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 2 页，共 47 页 - - - - - - - - - - 精品 word，欢迎共阅Staff :Hope you ll enjoy you stay here. Guest: I think I will Staff :See you later. Guest: See you. PAIR WORK Introduce yourself to a par

11、tner. EXERCISE Put in articles where needed. A: Would you like cold milk? B: Yes, please. I d like glass of beer if you ve got it. A: I ll go and have a look in kitchen. Yes, there s bottle here, but it isn t cold B: Never mind. Can I have piece of ice in it? A: Sure. There is quite a lot in refrige

12、rator. IDIOMS ：No pain no gain. As busy as a bee. Hand and foot. As proud as a peacock. As hungry as a wolf Beat about the bush. UNIT 3: APOLOGIES VOCABULARY PHRASES ON THE JOB Excuse me I m sorry please forgive me. That s Ok 打扰一下。对不起。请原谅。没什么。I do apologize That s all right Please accept our apology

13、. 我很抱歉。没关系。请接受我们的歉意。Would you please wait a moment? Would you mind waiting a second? 请稍等好吗？请稍等好吗？I didn t mean for that to happen. I assure you it won t happen again. 我是不想出这种事的。我向您保证以后不再发生这种事。Excuse 原谅apologize 请求原谅mistake 错误forgive 原谅mind 介意assure 保证sorry 对不起Right away 马上happen 发生bill 帐单check 检查精品资

14、料 - - - 欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 3 页，共 47 页 - - - - - - - - - - 精品 word，欢迎共阅TALKING TO THE GUEST Guest: Excuse me. I think there is a mistake in my bill. Staff :I m sorry to hear that. I ll check for you right away. Would you please wait a moment? Guest: OK. ( a mome

15、nt later) Staff :I do applogize, Mr. Smith. There is a mistake in your bill. I assure you it won t happen again. Guest: Well, that s all right EXERCISE Put in the missing word. Mr and Mrs Miller are from Austria. They often go shopping without their German guide.But they can t to the taxi driver as

16、they can a word of Chinese.They don t know how to him where they want to go. And the driver doesn t know how to to them because he dosen t German. Mr. Miller to himself. “ I wish I could some Chinese.”UNIT 4: OFFERING HELP VOCABULARY PHRASES ON THE JOB Anything I can do for you? If there s anything

17、I can do to help, please let me know. 我能为您做些什么？如果有我能帮忙的话，请告诉我。Can I help you? If I can be of assistance. Please do not hesitate. 我能帮忙吗？如果要我帮忙，别犹豫，尽管讲。Do you need any help? I d be very glad to help you. 要帮忙吗？很高兴认识你。Can I give you a hand? If you wouldn t mind. 要帮忙吗？如果你不介意。If you don t mind. If it s no

18、 trouble 如果你不介意。如果不麻烦的话。There s no h urry please take your time 不着急。不着急。Going up? Going down. 上楼吗？下楼。LISTEN TO THE CONVERSATION Appreciate 喜欢grateful 感谢offer 提供assist 帮助favor 喜欢desire 希望request 要求Besitate 犹豫mind 介意trouble 麻烦welcome 欢迎follow me 跟corridor 走廊Show 展示serve 服务end 尽头精品资料 - - - 欢迎下载 - - - -

19、 - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 4 页，共 47 页 - - - - - - - - - - 精品 word，欢迎共阅Staff :Excuse me, May I help you? Guest: Yes, I m looking for my room. Staff :May I know your room number, please? Guest: Yes, my room number is 358. Staff :That s at the other end of the corridor. Follow me. Pl

20、ease. I ll show you to your room. Guest: Thank you. It s very kind of you. Staff :It s my pleasure to serve you. Please enjoy your stay. Guest: Yes. I will. Staff :Going up, sir? Guest: Yes Staff :Watch your steps, please, The floor is wet. Guest: OK, Thank you. Staff :By the way, may I help you wit

21、h your luggage? Guest: Sure, That s very kind of you. Staff :You re most welcome PAIR WORK Find a partner and play the roles of the guest and the staff. The guest wants to find the fitness center. EXERCISE Put little, a little, few or a few into the sentences. We need more staff There is milk left.

22、Go and get some. He asked for more salt. UNIT 5: THANKS AND REPLIES VOCABULARY Repair 修理kitchen 厨房wire 电线 light 灯noisy 吵indeed 的 确by the way 顺便说一下Electrician 电器师colleague 同事as soon as possible 尽可能早help sb with sth 帮助某人做某事PHRASE ON THE JOB Thanks Thank you very much Thank you ever so much 谢谢。非常感谢。太感谢

23、了。I appreciate that/it That s very kind of you. You are so sweet 我很感激。你太好了。你真甜。Thank you just the same You re most welcome It s my pleasure to serve you. 同样得感谢您。不客气。很荣幸为您服务。That s quite all right I m pleased to be of services of you I know next to nothing. 一点儿关系也没有。愿意为您效劳。我几乎一窍不通。LISTEN TO THE CONVE

24、RSATION Listen to the talk between the guest and the staff an then decide whether the following statements are right or wrong. 精品资料 - - - 欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 5 页，共 47 页 - - - - - - - - - - 精品 word，欢迎共阅The problem is in the bedroom. One of the lights is broken. S

25、omething is wrong with the TV as well. The electrician will repair the TV right away. TALKING TO THE GUEST Staff :Good afternoon. Miss Thomson. I m here to repair your light. Guest: That s very nice. It s this one in the kitchen. It doesn t work Staff :Let me have a look. Oh, a wire is loose. Now, i

26、t s all right. Guest: Yes, it is. Thank you very much indeed. Staff :It s my pleasure. Guest: By the way, my telephone is too noisy. Could you please help me with this? Staff : Sorry, I m an electrician. I know next to nothing about telephone. But I ll call my colleague to come as soon as possible.

27、Guest : OK. Thank you just the same. Staff : Not at all. Good-bye, Mrs. Thomson. Guest : Good-bye PAIR WORK Find a partner and play the roles of the guest and the staff. The guest wants a baby cot. EXERCISE Put the verbs into correct tenses: A: Which country (be) you from, Ms. Miller? B: I (be) from

28、 Brazil. A: Did you (come) yesterday? B: No. I (come) the day before yesterday. A: So you (stay) here from 2 nights B: Yes, and I leave for home tomorrow. UNIT 6 ：REQUESTS AND REPLIES VOCABULARY Favour 喜欢over there 在那边do sb a favour 为某人帮助next to 紧挨者look for 寻找request要求Easy 容易reply 回答trouble 麻烦proble

29、m 问题PHRASES ON THE JOB Would you please do me a favour? Could you do me a favour? 能帮我个忙吗？帮我个忙好吗？Could I ask you a favour ?Could you do a favour for me? 帮我个忙好吗？帮我个忙好吗？Could you possibly do a favour for me? Of course 帮我个忙好吗？当然。No problem No trouble at all. I d be glad to meet you 没问题。不麻烦。我会很高兴的。精品资料 -

30、 - - 欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 6 页，共 47 页 - - - - - - - - - - 精品 word，欢迎共阅LISTEN TO THE CONVERSATION Listen to the talk between the guest and a staff and then answer 2 questions. What s the guest s request? Where could he find it? TALKING TO THE GUEST Guest: Excuse me

31、. Staff :Yes Guest: Could you please do me a favour? Staff :Certainly. What can I do for you? Guest: I m looking for the Sales Department Staff :That s easy. It s over there, next to the Information Desk Guest: I see, Thanks a lot. Staff :My pleasure. PAIR WORK Find a partner and play the roles of a

32、 guest and a staff. The guest wants to send a letter. EXERCISE Respond to the following using “ Neither, Either or So ”I cant speak English. Christmas is an important holiday I don t like fish. I m very fond of sweet and sour pork. UNIT 7 ：LONG THIME NO SEE VOV ABULARY Age 年代pretty 相当的on holiday 度假d

33、aughter 女儿granddaughter 孙女grandson孙儿Aunt 姨、姑、婶uncle 叔、伯、舅son 儿子first cousin 第一代表兄弟姐妹second cousin第二代表兄弟姐妹PHRASES ON THE JOB Long time no see. I haven t seen you for ages. Congratulations LISTEN TO THE CONVERSATION Listen to the talk between the guest and the staff and then fill in the table with the

34、 information The guest s name is She went She has grandchildren TALKING TO THE GUEST Staff :Good morning. How are you Ms. Jackson? Haven t seen you for ages. Guest: Yes. Long time no see. I m fine, thanks. How are you? 精品资料 - - - 欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 7 页，共 47 页 -

35、 - - - - - - - - - 精品 word，欢迎共阅Staff :Pretty well. Did you go on holiday? Guest: Yes, I went back home because my daughter had a baby. Staff :Congratulations Guest: Thanks Staff :A girl or a boy? Guest: A girl Staff :So you have a granddaughter now Guest: A granddaughter? I ve got three Staff :Three

36、 granddaughters Guest: Yes, and a grandson as well. Staff :They must be very lovely Guest: Sure. I enjoy them greatly. PAIR WORK Find a partner and play the part of a guest and a staff. The guest went back home because her brother was ill. UNIT 8 ：ASKING PEOPLE TO REPEAT VOCUBULARY Reservation 预定nat

37、ionality 国籍at least 至少I m afraid 恐怕Australian 澳 大利亚人plan 计划Pardon 原谅Beg 请求On the fourth floor 在四楼 repeat 重复 possible 可能intend 打算PHRASES ON THE JOB Pardon? Please say it slowly. I beg your pardon I didn t follow you 没听清？请慢慢讲。我没听清。我没听懂。Would you please say it again? 请您再说一遍好吗？LISTEN TO THE CONVERSATION

38、 Listen to the conversation between the guest and the staff and then answer the following questions: When did the guest get to the hotel What s his name and nationality? How long did he plan to stay? What room did the staff give him? TALING TO THE GUEST Staff :Good evening, sir, do you have a reserv

39、ation? Guest: No. I m afraid not. Staff :May I know your name, please? Guest: Yes, I m David White Staff :Your nationality? Guest: I m Australian Staff :Sorry, I beg your pardon? Guest: I m Australian Staff :I see. How long do you intend to stay? Guest: At least a week. Possibly longer . 精品资料 - - -

40、欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 8 页，共 47 页 - - - - - - - - - - 精品 word，欢迎共阅Staff :Good. I can give you a room on the 4th floor, is that all right? Guest: Yes. It s quite all right. Thank you very much. Staff :You re most welcome. ADDITIONAL EXPRESSION AND PHRASES Sorry to h

41、ave kept you waiting抱歉让您久等了。Excuse me for interrupting 抱歉打扰一下了。It doesn t matter 没关系。Please take your time 别急。I ll try my best 我将尽力而为。It s my pleasure to serve you 为您服务很荣幸。May I call you back 可以给您打回去吗？Can I assist you further? 还能给您帮什么忙吗？Sit down at this table, please 请坐这张桌子。I ll take care of that. 我

42、来处理这件事。Would you mind waiting for a moment? 请稍等，您介意吗？One for the road 走前再喝一杯。I ll have another on ice 我再要一杯加冰的。Follow me, please.请跟我来。Welcome back 欢迎您回来。Let me help you 我来帮您。There is no hurry 别着急。I ll be with you in a moment我马上就来。After you. 您先请。Chapter 2 General English The hospitality industry in C

43、hian is a growing industry with unique challenges. These challenges will be met by motivated and well trained professionals such as yourself. The English language is a tool that will enable you to communicate with a majority of the guests you meet a Sheraton. In addition, a new world of information

44、and resources will be open to you as you can learn from people form different countries and cultures. In today s ever increasing competitive enviroment, the most valuable employeses are those people who have the ability to work in many different areas of the hotel. We call this ability “ multi-skill

45、ed ” ,and in China one of the biggest barriers to achieving this goal is the language barrier. Study hard, strive for excellence, and remember that at all times you represent Sheraton to our guests., other employees, and the community. Every week we spend 5 days or more per week at work. Why not mak

46、e this time an investment in your future by taking on more responsibilities, being proactive, and learning as much as you can about our dynamic PEOPLE DRIVEN industry? With your new found “ multi-skilled ” English abilities and SGSS I guarantee you will have a bright, rewarding, and successful futur

47、e! UNIT 1: FINDING PLACES 精品资料 - - - 欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 9 页，共 47 页 - - - - - - - - - - 精品 word，欢迎共阅VOCABULARY Fax 传真 miss 错过colleague 同事lift 电梯get off 下left 左right 右send 发达Take 乘then 然后Front Office 前台Business Centre商务中心PHRASES ON THE JOB Could you please tell m

48、e? It s on the second floor 请你告诉我好吗？在二楼。It s on the right side of the corridor Turn left 在走廊的右边。左拐。LISTEN TO THE GUEST Listen to the conversation between the staff and the guest and then fill in the blanks The guest wants to send a He should go to He may go by It s on the floor TALKING TO THE GUEST

49、Staff: Good morning, madam. Can I help you? Guest: Yes. Could you please tell me where I can send a fax? Staff :You may go the Business Centre. My colleague there can do it for you. Guest: But where is the Business Centre? Staff :It s on the second floor, just above the Front Office. You may take th

50、e lift here, get off on the second，and then turn left. The Business Centre is on the right side of the corridor. You can t miss it. Guest: Thank you very much. You ve been of great help. Staff :It s my pleasure to be of service. PAIR WORK The guest wants to find the apartment building Find a partner